Customer Services Express – Lean Six Sigma

10+ years total experience.
Strong experience in Business Process Engineering / Continuous Improvement / Operational Excellence.
Logistics / Express / Courier / Freight Forwarding / Supply Chain experience is essential.
Experience with Customer Service / Contact Centre processes.
Hands-on experience with Lean Six Sigma / DMAIC / Kaizen.
Six Sigma Green Belt mandatory; Black Belt preferred.
Experience independently leading end-to-end process improvement projects.
Experience across multiple countries/regions and geographically distributed teams.
Strong knowledge of:
Booking & pickup
Track & trace
Exception/delay management
Returns/COD
Complaints & claims
SLA management
Strong Excel / Power BI / Tableau and data-analysis capability.
Process mapping using BPMN / Visio / Signavio / ARIS or equivalent.
Exposure to CRM / CCaaS / Contact Centre / ticketing systems.
Experience with automation, RPA, workflow, AI/chatbot or self-service is preferred.
Strong stakeholder management and change management skills.
Immediate joiner preferred.
Strong Match Candidate Backgrounds

Important: A candidate who has only general customer-service management experience should not be considered a strong match. The key combination is Logistics/Express + Customer Service + Process Engineering/Continuous Improvement + Lean Six Sigma + 10+ years.